Beyond Philosophy

OCTOBER 5, 2015

In my experience everyone loves the idea of improving the Customer Experience (CX) until you ask him or her to change their business as usual. Unfortunately, you must have the engagement of the senior leadership to be successful. To be fair, there can be a lot of meetings for senior leadership.

Leadership 60

Leadership Net Promoter Score Meeting Consulting 60

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? Moreover, you need to have support from leadership and buy-in from the customer-facing team.

Return on Investment 178

Return on Investment Customer Experience Professionals Leadership Consulting 178

Lumoa

MARCH 21, 2023

Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department. It’s a philosophy to be embraced by everyone, from the leadership to the most recently hired.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Alida

JUNE 16, 2016

A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. As we recently announced, Bliss is one of the keynote speakers at the upcoming 2016 Customer Intelligence Summit in Chicago.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Software 243

Software Culture Customers Customer Experience Professionals 243

ECXO

SEPTEMBER 15, 2022

Here it is our upcoming events and activities for you to subscribe on ZOOM: The European Customer Experience Organization (ECXO) – ECXO.org presents Dr. Liraz Margalit – Digital Psychology, Brain & Behavioral Economics PhD, speaking about Leveraging Behavioural Digital Design to Transform Corporate Customer Experience.

Customer Experience 69

Customer Experience Leadership Feedback Survey 69

ijgolding

AUGUST 9, 2017

A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally.

Engagement 226

Engagement Customer Experience Customer Experience Professionals Customer Centricity 226

Beyond Philosophy

DECEMBER 10, 2021

Back when I was working in corporate life, I went to a presentation in London. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. The organizations that enrich customers’ lives, solve their problems and put smiles on customers’ faces succeed. The Earned Growth Rate.

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Lumoa

JANUARY 9, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. This will push more aggressive change driven by Customer Experience professionals.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Quadient

SEPTEMBER 16, 2022

This one: Customer Journey Mapping: A brand's GPS to loyalty and advocacy was written back in 2016 by Laurent Ghio, Quadient’s first Certified Customer Experience Professional. Quadient is excited about our leadership status, so we made the full report available to you free of charge.

Customer Journeys 52

Customer Journeys Social Media Roadmap Software 52

Customer Guru

AUGUST 21, 2018

Michelli is an internationally sought-after speaker, New York Times bestselling author of business books “The Starbucks Experience”, “The New Gold Standard”, “Prescription for Excellence”, and “Driven to Delight”, and an organizational consultant. Marketing and thought leadership programs. Kate Leggett Follow @kateleggett.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Customer Bliss

OCTOBER 31, 2017

We both understand that in order to be successful in running a grassroots program you have to have the following: Experience running an operation that was successful and customer driven. Collaborative and deep relationships that already exist with the senior leadership team. What do You Know NOW that you Wish You Knew THEN?

Customer Experience 0

Customer Experience Chief Customer Officer Analysis Communication 0

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. She is an expert on customer-centric leadership, and an active tweeter. Flavio Martins. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Lumoa

JANUARY 19, 2023

Structures may be more flat and cross-functional, with employees wearing multiple hats and some of them also dedicating only half of their time to customer experience initiatives. Here’s an example of how a startup’s customer experience department might be structured.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ijgolding

FEBRUARY 12, 2018

While their minds were already heading for that future destination, their bodies were still stuck in the harsh reality of their present – under the pressure of their actual environment, with limited escape tools, resources or skills to get them off the strategy island – blinded by the sunshine of how bright their imaginary reality could be.

Strategy 132

Strategy Customer Experience Advertising Competitive Advantage 132

Kustomer

NOVEMBER 9, 2023

Customers today expect more than ever before. They want instant responses, personalized recommendations, and seamless experiences across all touchpoints. This changing dynamic presents both a challenge and an opportunity for businesses. It’s not a question of why, it’s a question of when.

Innovation 52

Innovation Customer Experience Professionals e-support Industry 52

Oracle

AUGUST 1, 2018

Meet them: Shep Hyken Shep is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. Jeanne Bliss Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. Learn more.

Chief Customer Officer 72

Chief Customer Officer Video Customer Experience Professionals Social Media 72

Answer Dash

JUNE 27, 2018

4 - IS YOUR LEADERSHIP COMMITMENT REAL? That leads me to ask this question, is your leadership commitment real or is it lip service? If you’re talking about a great thing that occurred from somebody’s suggestion, let them present it. Is it real, or is it Memorex? Do you remember those old Memorex commercials?

Chief Customer Officer 63

Chief Customer Officer Customer Experience Leadership Policies 63

CX Journey

MAY 7, 2015

I'm blogging again today (note: I wrote this yesterday but didn't get a chance to publish it) from the Customer Experience Professionals Insight Exchange in beautiful San Diego, CA. Here's a synopsis of his presentation. Where is customer experience on its maturity path and where is it heading?

Customer Experience 80

Customer Experience Hotels Insurance Effort Score 80

CustomerSuccessBox

MARCH 4, 2022

Create a global professional services company to assist customers with anything from onboarding and training to multi-stage, long-term digital transformation projects. Suggested Resource : Customer Success Interview Template. Qualifications of a Vice President-Customer Success (sample). appeared first on.

Customer Success 52

Customer Success Customers Leadership Sales 52

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. With that in mind, I offer the following observations and insights.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. This will push more aggressive change driven by Customer Experience professionals.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Steve DiGioia

DECEMBER 5, 2016

For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Also, as the company grows, it is important for leadership to be aware if any part of the company (departments within the company, people within the company, etc.)

Industry 100

Industry Culture Metrics Customer Centricity 100

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Knowing that enables me to anticipate their needs and present them with a plan that will give them success. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Bold360

JANUARY 19, 2017

Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership. She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. Jeanne is a co-founder and board member of the Customer Experience Professionals Association.

Customer Experience 40

Customer Experience Self Service Consulting Social Media 40

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Oracle

JUNE 3, 2020

” Andrew Hinkelman, Leadership Coach & Consultant, Priority-1 Group. Check out the following: Career Pathways for Customer Experience Professionals. SmarterCX.com Presents ‘Advice for Future Customer Experience Leaders’ Series. Practice empathy. Interested in learning more?

Tips 40

Tips Course Customer Experience Professionals Retail 40

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Oracle

JUNE 3, 2020

” Andrew Hinkelman, Leadership Coach & Consultant, Priority-1 Group. ” Stacy Bolger, VP of Global Employee Experience, InMoment. Check out the following: Career Pathways for Customer Experience Professionals. Then the world around you becomes a lot more interesting!” Practice empathy.

Tips 40

Tips Course Analytics Customer Experience Professionals 40

ijgolding

JANUARY 14, 2019

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. Time to present to you the bold new Prezzo.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Success Starts with Leadership. It’s always fun to talk to people like yourself who have a plethora of experiences. Absolutely.

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

Amity

APRIL 25, 2016

Dave’s posts infuse his experience and thought leadership to enable SaaS companies to deliver world-class retention and growth. VP of Client Experience & Transformation - ADP. Don has held leadership roles across sales, business development, marketing and product management. S aaS Thought Leadership.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

Pretium Solutions

JULY 4, 2012

It was an excellent conference with well over 100 customer experience professionals in attendance. The presentations about creating the right customer experience culture and programs were refreshing and insightful. The journey toward becoming a customer-centric organization is not an easy one.

Customer Experience 49

Customer Experience Customer Centricity Conference Call Center 49

SurveySensum

JULY 14, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. Shep Hyken – CX Expert, NY Times Bestselling Author, Keynote Speaker.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Qualtrics

JANUARY 22, 2021

These experiences were critical in developing my understanding of how businesses operate and also in honing my ability to deliver compelling presentations,” he emphasized. “I It aligned nicely with the Temkin Group’s key focus areas of purposeful leadership, compelling brand values , customer connectedness, and employee engagement.”

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26